Service Manager-Middle Office/Back Office

The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers.

Behavioral competencies and collaboration skills:

• Strong analytical, troubleshooting, and critical thinking abilities
• Ownership and accountability in issue resolution
• Proactive and improvement-focused mindset
• Effective communication (verbal and written)
• Team collaboration across functions (Dev, QA, Infra)
• Stakeholder management and reporting
• Quick learner with adaptability to new technologies
• Comfortable in fast-paced environments
• Reliable and responsible work ethic

Core technical competencies (with hands-on experience):

• Monitoring and observability tools and principles (e.g., Prometheus, Grafana, Logic Monitor)
• Operating systems: Windows (must), Linux(Good to have)
• Hands-on experience with job schedulers (e.g., Autosys, Control-M).
• Proficiency in working with relational database (e.g., SQL Server, Oracle), working knowledge of query plans, indexes, optimization
• Application Support & Operations
• 7+ years in application support
• Experience supporting mission-critical applications and batch processing in production environments
• Application performance monitoring.
• Proven track record of improving system reliability and reducing downtime
• Log analysis and troubleshooting production issues
• ITIL processes (e.g., incident, problem, change management)
• Programming & Scripting
• Proficiency in scripting languages (e.g., Python, Bash, PowerShell) for automation of of operational tasks, workflows and monitoring
• Certifications (Optional but Preferred):ITIL Foundation Certification, SRE Foundation or Practitioner Certification